Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They never sent me free cellphone at all.Only sent me a SIM card today.

  Business Response

  Date: 09/11/2023

  Hello,
  
  Thank you for bringing this matter to our attention. We would like to address this customer's complaint comprehensively.

  
  We represent a telecommunications company actively engaged in the Affordable Connectivity Program (ACP), a government-funded initiative.To be eligible for this program, customers must be enrolled in various government assistance programs such as SNAP, ********* Social Security, VA,among others. Upon confirming their participation in any of these programs,customers are required to complete an application that involves sharing sensitive information, including their date of birth, social security number,and more. Subsequently, the application undergoes processing through the National Verifier database system to determine the customer's eligibility for ACP service.
  Once approved, customers are presented with several options.They can receive a free SIM card with service, purchase a connected tablet for $10.01 (provided they qualify for the discounted rate), or select from our range of listed phones It is important to note that if a customer does not meet the eligibility criteria for the $10.01 tablet, they may still purchase the tablet at its full retail price of $125. If a customer opts not to choose the tablet, they can still receive a free SIM card that includes free monthly data,SMS, and minutes. In the case of this particular customer, they did not qualify for a tablet subsidy but were eligible for free monthly service. Please refer to the attached screenshot of the customer's account, clearly indicating their ineligibility for a tablet subsidy. It is worth mentioning that if a customer qualifies for free service but not a tablet, it suggests they have already claimed a tablet with another provider.
  The customer claims that we did not provide a cellphone and this is true we do not provide a cellphone for free. If customer does not qualify for a tablet they can either get a sim to use on an existing phone or they can purchase a phone from our website which is already discounted.

  
  We hope this clarifies the situation and addresses the customersconcerns adequately. If you require any further information or assistance,please do not hesitate to contact us.

  Business Response

  Date: 09/12/2023

  
  We represent a telecommunications company actively engaged in the Affordable Connectivity Program (ACP), a government-funded initiative. To be eligible for this program, customers must be enrolled in various government assistance programs such as SNAP, ********* Social Security, VA, among others. Upon confirming their participation in any of these programs, customers are required to complete an application that involves sharing sensitive information, including their date of birth, social security number, and more. Subsequently, the application undergoes processing through the National Verifier database system to determine the customer's eligibility for ACP service.
  Once approved, customers are presented with several options. They can receive a free SIM card with service, purchase a connected tablet for $10.01 (provided they qualify for the discounted rate), or select from our range of listed phones It is important to note that if a customer does not meet the eligibility criteria for the $10.01 tablet, they may still purchase the tablet at its full retail price of $125. If a customer opts not to choose the tablet, they can still receive a free SIM card that includes free monthly data, SMS, and minutes. In the case of this particular customer, they did not qualify for a tablet subsidy but were eligible for free monthly service. Please refer to the attached screenshot of the customer's account, clearly indicating their ineligibility for a tablet subsidy. It is worth mentioning that if a customer qualifies for free service but not a tablet, it suggests they have already claimed a tablet with another provider.
  The customer claims that we did not provide a cellphone and this is true we do not provide a cellphone for free. If customer does not qualify for a tablet they can either get a sim to use on an existing phone or they can purchase a phone from our website which is already discounted.

  
  We hope this clarifies the situation and addresses the customers concerns adequately. If you require any further information or assistance, please do not hesitate to contact us.

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was using Qlinkwireless as my government issued Cell Phone Provider under the *** Program. I signed up to use UnityWireless, as my new cellphone provider as they indicated a better Data Package and a free tablet (if i qualified) that could be used with my *** ******************************* said unlimited During Sign-Up Process. Turns out it is only 1GB.- They Indicated they would be providing a Free Tablet During Whole Process until after completion they indicated no tablet would be sent, and just a sim card.-Sim card has never arrived. And old service is now disconnected. No tracking or anything From unity wireless.I suspect abuse of a government program. They are charging the government for my phone service, when I have not been given any reasonable access to service.

  Business Response

  Date: 09/11/2023

  Hello,
  
  Thank you for bringing this matter to our attention. We would like to address this customer's complaint comprehensively.

  
  We represent a telecommunications company actively engaged in the Affordable Connectivity Program (ACP), a government-funded initiative.To be eligible for this program, customers must be enrolled in various government assistance programs such as SNAP, ********* Social Security, VA,among others. Upon confirming their participation in any of these programs,customers are required to complete an application that involves sharing sensitive information, including their date of birth, social security number,and more. Subsequently, the application undergoes processing through the National Verifier database system to determine the customer's eligibility for ACP service.
  Once approved, customers are presented with several options.They can receive a free SIM card with service, purchase a connected tablet for $10.01 (provided they qualify for the discounted rate), or select from our range of listed phones It is important to note that if a customer does not meet the eligibility criteria for the $10.01 tablet, they may still purchase the tablet at its full retail price of $125. If a customer opts not to choose the tablet, they can still receive a free SIM card that includes free monthly data,SMS, and minutes. In the case of this particular customer, they did not qualify for a tablet subsidy but were eligible for free monthly service. Please refer to the attached screenshot of the customer's account, clearly indicating their ineligibility for a tablet subsidy. It is worth mentioning that if a customer qualifies for free service but not a tablet, it suggests they have already claimed a tablet with another provider.
  The customer also alleged that we only provided them with 1 GB of data. However, the customer activated their free service with us on 8/28/23 and transferred out from our company on 9/8/2023, spending a total of 11 days with us without utilizing the shipped and delivered SIM card.Therefore, it is perplexing how the customer could ascertain that they were only provided with 1GB when they never used the service itself. Please refer to the attached screenshot, which provides evidence that the customer did not utilize the service during their tenure with us.
  The customer claims that we advertise a free tablet, which is not accurate. Our advertising clearly states ********************* plus a free tablet if they qualify." This information is prominently displayed on our website and in our advertisements.

  
  Lastly, Customer sim was shipped to the address on file and if they have not received the sim they could have reported this to us. We provide many ways for the customer to reach us such as email, social, calling customer service. We have no record of this customer reaching out to us.

  We hope this clarifies the situation and addresses the customersconcerns adequately. If you require any further information or assistance,please do not hesitate to contact us.

  Business Response

  Date: 09/11/2023

  Hello,
  
  Thank you for bringing this matter to our attention. We would like to address this customer's complaint comprehensively.

  
  We represent a telecommunications company actively engaged in the Affordable Connectivity Program (ACP), a government-funded initiative.To be eligible for this program, customers must be enrolled in various government assistance programs such as SNAP, ********* Social Security, VA,among others. Upon confirming their participation in any of these programs,customers are required to complete an application that involves sharing sensitive information, including their date of birth, social security number,and more. Subsequently, the application undergoes processing through the National Verifier database system to determine the customer's eligibility for ACP service.
  Once approved, customers are presented with several options.They can receive a free SIM card with service, purchase a connected tablet for $10.01 (provided they qualify for the discounted rate), or select from our range of listed phones It is important to note that if a customer does not meet the eligibility criteria for the $10.01 tablet, they may still purchase the tablet at its full retail price of $125. If a customer opts not to choose the tablet, they can still receive a free SIM card that includes free monthly data,SMS, and minutes. In the case of this particular customer, they did not qualify for a tablet subsidy but were eligible for free monthly service. Please refer to the attached screenshot of the customer's account, clearly indicating their ineligibility for a tablet subsidy. It is worth mentioning that if a customer qualifies for free service but not a tablet, it suggests they have already claimed a tablet with another provider.
  The customer also alleged that we only provided them with 1 GB of data. However, the customer activated their free service with us on 8/28/23 and transferred out from our company on 9/8/2023, spending a total of 11 days with us without utilizing the shipped and delivered SIM card.Therefore, it is perplexing how the customer could ascertain that they were only provided with 1GB when they never used the service itself. Please refer to the attached screenshot, which provides evidence that the customer did not utilize the service during their tenure with us.

  
  The customer claims that we advertise a free tablet, which is not accurate. Our advertising clearly states ********************* plus a free tablet if they qualify." This information is prominently displayed on our website and in our advertisements.
  Lastly, Customer sim was shipped to the address on file and if they have not received the sim they could have reported this to us. We provide many ways for the customer to reach us such as email, social, calling customer service. We have no record of this customer reaching out to us.

  
  We hope this clarifies the situation and addresses the customersconcerns adequately. If you require any further information or assistance,please do not hesitate to contact us.

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I transferred my cell phone no. ************ to Unity Wireless on 7/25/23. They sent me a new *** card on 7/29/23. But after I inserted the *** card that was already activated by Unity Wireless, I couldnt call out to anyone at all. Therefore I asked them why I cant use my phone no, they just informed me that this phone have been de-enrolled from the Unity Wireless without informing me more the reason. Then, I requested to get my phone number back by transferring out to other phone service provider, they replied me that my account is already inactive without informing more details again. Ive been using this phone no. for long ******** have contacted with many people. So I cant loose this phone no. Thank you.

  Business Response

  Date: 08/08/2023

  Hello,
  
  Thank you for bringing this matter to our attention. Upon further investigation, it appears that the customer initiated their service with us on April 19, 2023, and has been utilizing our services since then (please refer to the customer account for the activation date and proof of usage). On July 25, the customer opted to transfer a previously held number from another provider, which was successfully ported to Unity Wireless (please review customer notes for verification). However, on July 29, the customer intentionally or unintentionally transferred their service from Unity to a different provider (please consult customer notes), triggering an automated email notifying them of their transfer and de-enrollment and account inactive.
  
  The customer did reach out to us, about their service not working.However, it appears that the issue is related to the National Verifier, which is asserting that another party is utilizing this benefit. This situation raises the possibility of identity fraud if the customer did not transfer themselves.In our attempts to resolve this, we have emailed the customer to provide us with a contact phone number and preferred call times for a direct conversation to facilitate a resolution, as opposed to relying solely on email communication.
  
  Furthermore, the customer has expressed interest in porting their number from Unity to yet another provider. They can seamlessly achieve this by furnishing the new company with the relevant phone number for the port-out process. If you manage to establish contact with the customer, kindly advise them to call ************, allowing us to collaboratively address and resolve this issue comprehensively.

• Initial Complaint

  Date:08/04/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up for a tablet, but when I found out it was for the acp credit that it would take the place of I canceled the order and asked them to port my credit back to my original company and refund me what I paid, all through text chat because you can't get a live person on the phone, it ask you to file an inquiry. So canceled the service on 08/02/2023, then the next day got a confirmation email from them stating that they processed the order and shipped our the device.Called the delivery company to cancel and they said that Unity has to cancel, so I emailed Unity on 08/03/2023 to call the shipping company to cancel order since I canceled with them the day prior, and have not received a response or a refund.

  Business Response

  Date: 08/04/2023

  Thank you for your message. We appreciate your feedback and concern regarding the *** application process. We apologize for any inconvenience caused during our attempts to reach out to you.
  
  After carefully reviewing the situation, we made several attempts to contact the customer to explain the necessary steps for the *** application. We left a detailed voicemail explaining the options below.
  
  We want to clarify that the *** program is well-documented on our website, providing ample information about its benefits. When a customer applies and is approved for the program, they are required to pay a one-time tablet ***pay of $15. Once approved, our automated system initiates the shipment of the device, and unfortunately, we cannot stop the delivery process at that point.
  
  Upon receiving the package, customers have two options:
  
  If you wish not to participate in the *** program, please decline the package when ***** attempts delivery. If the package returns to us, we will promptly refund the $15 tablet ***pay.
  
  Alternatively, you can choose to keep the tablet, which has a retail value of $125. There will be no penalties or recurring charges associated with this option.
  
  It's essential to understand that having *** benefits with us is not a requirement for using the tablet. The tablet's discounted price of $15 is exclusively available to qualified applicants as a one-time payment only.

  Regarding your service cancellation, we have processed your request as per your request. However, please note that we cannot directly transfer your *** benefits back to your previous company. Should you wish to reinstate your benefits with them, you will need to re-apply with the original company.
  
  Once again, we apologize for any confusion or inconvenience you may have experienced. If you have any further questions or concerns, please don't hesitate to contact our customer support team. We are here to assist you throughout the process.
  
  Thank you for your understanding and cooperation.
  
  

  
  

  Customer Answer

  Date: 08/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the AFFORDABLE CONNECTIVITY PROGRAM which allows people with low income to get free tablet or phone and service. But I paid 15$ for it and still they sent it to my old address after my address was in the system and then put back and for second time. I still have no *********** like what a purchased

  Business Response

  Date: 08/04/2023

  
  Hello,
  
  Thank you for bringing this matter to our attention. We have carefully reviewed the situation with the customer in question, and we understand your concern.
  
  According to our records, when the customer applied online, they provided the address "**********************," which matches the information on the *** application. Based on this provided address, we promptly shipped the item to the customer (proof of shipment is available). This is the same address that was also provided by the BBB. 
  
  However, the customer later reached out via email, stating that we sent the item to the wrong address and claimed that it was an old address. Surprisingly, the address they provided in the email is identical to the one we originally shipped the item to. We can confirm that we never had any previous address on file for this customer.
  
  Furthermore, we have solid evidence that the tablet was delivered successfully to the address "**********************" (proof of delivery is attached). It seems that the tablet was received at the correct destination.
  
  We have made multiple attempts to contact the customer to address the issue, but unfortunately, she has not responded to any of our outreach efforts. We are actively trying to communicate and resolve this matter to ensure customer satisfaction.
  
  Rest assured, we have diligently fulfilled our part of the transaction and delivered the product to the correct address based on the information provided during the application process.
  
  Thank you for your understanding as we work to resolve this issue promptly.

• Initial Complaint

  Date:07/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a tablet and it does not work properly. I cannot make phone calls and it keeps crashing and freezing up. I sent emails to customer support and have not received any help. If I don't make at least one call a month I loose my benefit and will be penalized for non compliance. Please help in this matter. I am disabled and feel that they took advantage of me

  Business Response

  Date: 07/28/2023

  Thank you for bringing this matter to our attention. We have made several attempts to reach out to the customer, ******, via phone to address his concerns. Unfortunately, we were unable to establish contact with him. However, we have noticed that he is more responsive to emails, so we have sent him a detailed email addressing all the issues he raised (please find the attached email).
  
  In the email, we explained to ****** that making calls directly from the tablet is against the regulations set by the **** To enable him to make and receive calls using the tablet, we advised him to download a third-party app, which would facilitate the calling functionality.
  
  Furthermore, we addressed ******'s concern about potentially losing his benefits. We clarified that as long as he continues to use the service, including data usage, he will retain his benefits. We even provided evidence of his data usage (please see the attached proof of usage).
  
  Lastly, we reassured ****** that if he continues to experience any issues, he can always reach out to us, and we would be more than happy to replace the tablet for him at no charge.
  
  We remain committed to resolving any issues our customers face, and ******'s satisfaction is of utmost importance to us. If there are any further inquiries or concerns, please let us know. We value ****** as our customer and will do everything we can to ensure he has a positive experience with our service.

• Initial Complaint

  Date:07/26/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  STOP CONTACTING ME AND FORCING UNWANTED SERVICE. STOP HARRASSMENT. DID REQUEST SERVICES

  Business Response

  Date: 07/28/2023

  
  Greetings,
  
  We represent a telecommunications company actively participating in the Affordable Connectivity Program (ACP), which is a government-funded initiative aimed at providing affordable services to eligible customers. To qualify for the program, customers must be enrolled in various government assistance programs like SNAP, ********* Social Security, VA, and others. Upon confirming their eligibility, customers are required to complete an online application where they share sensitive information such as date of birth, social security number, and more. This application is then processed through the National Verifier database system to determine their eligibility for ACP service. Once confirmed by the government, we dispatch a smart tablet equipped with free monthly data service or a Free Sim card to the verified customer's address. It is crucial to note that we do not enroll customers without their explicit consent; all applications are completed by customers themselves online (please see the attached online application).
  
  Regarding the claims of alleged harassment or contact, we want to clarify that our company does not make outbound calls; we only receive inbound calls from customers. Our primary mode of communication is through email, which serves various purposes, such as confirming their application status or notifying them if they have been de-enrolled due to transferring out (please see proof of email). Additionally, we send emails to remind customers to use the service within 15 days to maintain their benefit eligibility (please see the attached email). Rest assured, we have obtained full consent from customers to legally communicate with them in accordance with FTCPA (Fair Telecommunication Consumer Protection Act) rules.
  
  Furthermore, the customer claims not to have applied, but we have clear evidence of their usage of our service (please see attached proof of usage). However, it is essential to mention that this specific customer is no longer with us as they have transferred to another service provider.
  
  If the customer in question did not request our service or submit an application, it is possible that they have become a victim of identity theft. Since the application process is conducted solely online and not in person, it is plausible that this might be the case for ******. We say this only becuase the email & phone number that was provided by BBB is ********************** ************** and the one we have on file is ************************ ************.
  
  We take such matters seriously, and we are committed to safeguarding our customers' information and privacy. If there are any further concerns or questions, please feel free to contact us. We remain dedicated to providing transparent and reliable service to all our customers.

• Initial Complaint

  Date:06/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unity advertised free mobile service and tablet on tik tok. It's not until you complete the application and are approved do you find out there is a cost for the tablet. Moreover they won't cancel my account although I tried many times

  Business Response

  Date: 06/09/2023

  Thank you for bringing this matter to our attention. Upon conducting a thorough investigation, we were unable to find any record of a customer named *********************** using the provided full name, address, email, or phone number (please refer to the evidence of our search). However, we did receive an email from the customer on June 8th, 2023, expressing their desire to cancel their application. In response, we informed them that we could not locate their account and requested additional details to assist us in locating it (please see evidence of our email response).
  
  Regarding the allegation that Unity Wireless advertises a free tablet and free service, we would like to clarify that this claim is false. Our advertisements clearly state that customers must meet specific qualifications to be eligible for both the tablet and the service. While we do advertise free service for eligible customers, it is important to note that our regular service plan costs $30 per month. However, if a customer meets the eligibility criteria, they receive a $30 credit towards their service,effectively making it free for them.
  
  In compliance with FCC and USAC guidelines, we are required to collect a minimum co-pay of $10.01 up to $50 from customers for the tablet.This co-pay is collected after the customer becomes eligible at the end of the process. If a customer chooses not to pay the co-pay, they have the option to simply exit the application. At this point, we are uncertain if the customer even completed the application, as we have no records on file for them.
  
  Furthermore, we would like to address the claim that Unity Wireless has received negative reviews. This statement is far from the truth.We proudly maintain a rating of 4.4 stars, supported by thousands of outstanding reviews from customers who highly appreciate both our tablet and our service (please refer to the attached ****** reviews for verification).

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It was brought to my attention by agents of the federal government's ACP program and ********************* in ************* that someone stole my identity and used my identity to obtain a free government cell phone from Unity Wireless located at ************************************************************ **. **************. I have attempted to resolve this problem by calling the numerous times but the company has given me many excuses as to why they could not help. I find it crazy that they issued a free cell phone to someone without verifying who that person was and gave that cell phone to someone using a stolen identity. I want Unity Wireless to correct this problem and locate the person who stole and is using my identity.

  Business Response

  Date: 06/07/2023

  Hello,

  We appreciate your efforts in notifying us about this matter. Unity Wireless places a high priority on addressing fraudulent activity. Regrettably, such occurrences are not uncommon, and we are dedicated to combating them to the best of our capabilities. Typically, we become aware of these situations when our customers personally reach out to report them. In the present case, our customer service team received a call from **************** and promptly escalated the issue to us, even before a complaint was filed with the BBB. It is crucial to emphasize that we do not handle the application processing directly.
  
  Here's how the process works: Customers apply for our services online and are directed to the *** application flow, which prompts them to enter sensitive information to verify their eligibility. The application requests their full name, date of birth, and the last four digits of their social security number. This information is then cross-checked with the federal government's database, and the results are returned to us, indicating either approval or denial. If approved, we proceed to activate the service for the customer.
  
  We have had a lengthy conversation with **************** regarding this matter, and he is familiar with the process. He mentioned that this is not the first time he has encountered such an issue. To address his concerns, we assured **************** that we will cancel his account and add his name to our block list. This measure is intended to prevent the individual who stole his identity from reapplying with us. However, it is important to note that this person could potentially approach another provider, such as Unity, and attempt to reapply using ******************** personal information.
  
  Attached to this message, you will find proof of the canceled account as well as a sample *** application. These documents serve to illustrate that the application process is submitted and processed by the ***, rather than directly by Unity Wireless.

• Initial Complaint

  Date:05/23/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 17, 2023, Unity Wireless fraudulently processed an unfinished application. I decided not.to move forward because I had the *** Benefit. However, UNITY WIRELESS, without my consent, processed the application. They took ***** from my account without my permission and refused to return the funds. This has caused overdraft fees that I am now liable for. This is outrageous. I'll discourage everyone from joining.

  Business Response

  Date: 05/23/2023

  Hello,

  Sorry for any inconvenience this may have caused. Our investigation was conducted by searching several areas in our system. Such as our Completed application report, incomplete application report and our merchant account which allows us to pull all customer charges by the last 4 digits of the credit card used. We discovered that ***** did fill out an application and entered her credit card but it seems during the process a system glitch has occurred causing her application to fail but not the payment. We went ahead and procced a refund for $10.01. We apologize for any delay this may have cause the consumer. 

   

  Customer Answer

  Date: 07/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************